How it works
An internal note sits in the conversation timeline next to customer messages but is visually distinct and never sent. Teammates can usually:
- write a note on a conversation, contact or deal
- @mention a colleague, who gets notified
- see notes in order alongside the messages, so context is clear
Notes replace the side channels teams otherwise use, like a separate group chat or a sticky note, to talk about a customer.
Example
A family-run moving company gets a WhatsApp message from a customer asking to add a piano to Saturday’s move. The coordinator handling the thread isn’t sure the crew can take it, so she adds a note: “@Luis can your crew handle an upright piano on Saturday? Third floor, no elevator.” Luis replies in the note thread: “Yes, but we need an extra person. Add the piano fee.”
The coordinator answers the customer with the updated quote. A week later, when someone else opens the thread, the reason for the extra charge is right there.
Internal notes vs. customer replies
The main risk with notes is sending one to the customer by mistake. Good tools make the difference obvious, for example a different color and a separate input mode. Still, write notes as if a customer might one day see them: factual, respectful and free of jokes at anyone’s expense.
Why it matters for messaging teams
In a shared inbox, several people touch the same customer. Notes carry context across handoffs, shift changes and vacations, so customers don’t have to repeat themselves. They also keep internal discussion out of personal text threads, where it is lost when someone leaves.
Common mistakes
- Coordinating in a separate chat app, so the context never reaches the customer record.
- Notes that say “see me” instead of the actual information.
- Storing information you shouldn’t, such as full payment card numbers or detailed health information, in notes.
- Forgetting to add a note when you reassign a conversation.
Internal notes and @mentions in inChat are in development as part of launch scope.